Customer Ambassador Co1/2

2 weeks ago

Whitchurch, Shropshire, United Kingdom South Western Railway Full time

Who are we?
South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people.

We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.


Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.


SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London.

FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.

FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job:

As a Customer Ambassador, you are essential to our customer's travel experience. Customers look to you for advice and information for buying the best ticket for their journey. You're knowledgeable and personable, which enables our customers to start their journey effortlessly and with a smile.

Your main responsibilities will be:

  • Often the first port of call for our customers, whether that be for information, or to buy a ticket, your job is to make sure the customer has everything they need to travel confidently by train.
  • You will be approaching customers in the station concourse offering help with purchasing tickets, as well as recommending best routes to those that need assistance.
  • This role will involve using several types of technology as well as performing routine maintenance to ticket vending machines.
  • As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.
  • You will need to be flexible in your approach and not afraid to get stuck in with a variety of tasks as you are responsible for your station and making sure it meets the quality and safety standards our customers expect. Whether this be checking everything is working and safe, to clearing up rubbish, or providing a helping hand to a customer, you are the face of SWR and can make a difference to someone's day.
  • To help you deliver great customer service we will give you the tools for the job. These will range from the smart technology you will need to offer the best possible up to the minute information about our services to the outstanding training programme that will give you the knowledge to provide customers with the correct ticket for their journey

As a minimum, you will need to be:

  • Organised, proactive and able to efficiently prioritise tasks.
  • Able to cope with repetitive tasks under pressure.
  • A great communicator that enjoys working with people.
  • Confident and happy to approach and talk to new people.
  • Passionate about doing the right thing nothing is too much trouble.

Working pattern
Working an average of 30 hours per week over 5 days

Monday - Friday, scheduled hours from: 05:50 to 11:50

The Reward:

Training:
£24,440 pro rata plus £474 regional allowance pro rata per annum.

Fully trained:
£26,102 pro rata plus £474 regional allowance pro rata per annum.

There may on occasions be the opportunity to work on rest days or to do overtime. This may give the possibility of your overall pay being approximately £32,000 pro rata per annum plus regional allowance.

The Reward
In return we offer a competitive salary and a variety of valuable benefits, including:

  • Free duty and leisure travel on SWR services for employees
  • Free leisure travel for spouse/partner and dependants (criteria dependent)
  • 75% discount on many other train operating companies
  • Full training and support with development
  • Large range of exclusive retail offers
  • Excellent pension scheme


Please note applicants who require a visa, must have at least 6 months remaining at the time of their appointment.


Because we always need to be alert, we have very strict requirements around drugs and alcohol and you will need to pass a medical checking your general health.

You will also need to be able to complete a number of assessments that make sure you are the right person for this varied yet demanding role in delivering great journeys for our customers.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.


We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

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